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Housing Resolution

2 months ago

Enfield, United Kingdom iWork Recruitment Limited Full time

Contract to start 24-01-23 until 09-04-23 with a possible extension.

21 hours per week 9am to 5pm Monday Tuesday and Friday

Flexible working from home and office on a rota basis.

**Purpose of the Role**:
To take ownership and actively handle and resolve 80% of customer contacts at the first point of contact.

To act as a Digital Champion for the Council to promote and ensure customers are aware of the benefits of using the digital platform, providing 1-2-1 training and support if required, and support colleagues to do the same.

To represent the Council at the first point of contact, ensuring the service is customer focused and professional, promoting the Council’s core values and Customer Services.

To undertake training and coaching to become a highly skilled repairs expert. To accurately diagnose repairs ensuring they are given the correct priority and ensuring the emergencies works are completed with due regard for the health and safety of the public and legislative requirments.

Use judgement, experience and problem solving skills to resolve complex and on-going repairs enquiries. This includes reviewing the repairs history and notes, obtaining technical advice, and agreeing next steps with the customer to resolve the issue.

To identify learning and areas for continuous improvement and work together with colleagues from relevant service areas on service improvement projects.

Some supervisory responsibility including assisting with the induction of staff, training and coaching of colleagues, and to deputise for the two team managers.

**Dimensions including Structure Chart**:
Annual budgetary amounts with which the role is either directly or indirectly concerned:
No direct budget responsibility but the role holder will be required to raise repairs

Nature of reporting relationship between post holder and line manager

The post holder will be expected to work independently with supervision via regular 1-2-1 meetings with the line manager.

The post holder will be expected to deputise for the line manager at meetings, which will include high level meetings with local politicians, senior Council officers and senior representatives from external organisations.

Any other relevant statistics

The service is created against the backdrop of financial pressures brought about by the Covid-19 pandemic, social housing and housing crises and ever-growing needs of residents

RQ774032-01-23

**Job Type**: Part-time
Part-time hours: 21 per week

**Salary**: £16.36 per hour

Work Location: Hybrid remote in ENFIELD

Reference ID: RQ774032-01-23

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